Running a café or coffee shop in the UK can involve managing day-to-day risks, from serving hot drinks to maintaining a safe and accessible space. Unfortunately, accidents such as customer burns or flooding incidents can occur, and knowing how to respond quickly and correctly is essential.
This guide outlines the key steps café owners may wish to follow when dealing with these types of incidents, along with the types of café insurance that can help support a smooth claims process.
When a Customer Burns Themselves in a Café: Immediate Steps
Hot drink spillages are one of the most common accident types in cafés. If a customer suffers a burn, acting promptly can help minimise harm and may support the café’s position when handling any subsequent claims.
1. Provide First Aid and Record the Incident
- Offer immediate first aid where possible.
- Recommend professional medical attention for serious injuries.
- Record all incident details in the café’s accident book, including:
- The time and date
- The circumstances of the incident
- Witness statements
- Any photographic evidence
Keeping a detailed record can be important if the customer later decides to pursue a claim.
2. Report the Incident to the Insurer
Cafés can contact their insurer or broker as soon as possible after the incident. Timely reporting can support a smoother claims process and may help the insurer provide guidance on next steps.
3. Review Safety Procedures
Following an incident, cafés may benefit from reviewing:
- How hot drinks are served
- Whether signage is sufficient
- Spill management protocols
Taking these steps can help prevent future accidents and may support the café’s health and safety responsibilities.
How Café Insurance Can Help with Burn Claims
Public liability insurance can provide protection if a customer makes a claim for injury linked to the café’s activities. This cover can typically help with:
- Compensation awards
- Legal defence costs
- Associated medical expenses
It is important to review:
- Whether the policy limits are adequate for the size of the café and the number of customers served
- Any exclusions or special conditions that may apply
What to Do if Your Café Experiences Flooding
Flooding can quickly damage equipment, stock, and the café’s interior, sometimes forcing temporary closure. Responding promptly and following the correct process can help reduce losses and may assist with the insurance claim.
1. Act to Protect the Property
- Where safe to do so, cafés can take steps to limit further damage.
- Remove salvageable stock and secure the premises if needed.
- Contact emergency services if the flooding poses a significant risk.
2. Notify the Insurer Without Delay
Inform the insurer or broker as soon as possible. Many policies include conditions that require incidents to be reported promptly to support the claims process.
3. Document the Damage
- Take clear photographs of affected areas, stock, and equipment.
- Keep detailed records of lost or damaged items.
- Retain receipts for emergency repairs and cleaning.
4. Arrange Professional Assessments
The insurer may send a loss adjuster to assess the damage. Cooperating with this process can help the claim move forward efficiently.
How Café Insurance Can Support Flood Recovery
Business interruption insurance can offer financial support if the café is forced to close temporarily due to flooding. This cover may help with:
- Lost income during closure
- Additional trading expenses, such as temporary premises
- Fixed overheads that still need to be paid
Contents and equipment insurance can help with the cost of repairing or replacing damaged assets, including:
- Refrigeration units
- Coffee machines
- Furniture and fittings
Reviewing the indemnity period and cover limits regularly can help ensure the insurance remains suitable for the café’s needs.
Essential Insights for Café Owners
Accidents and incidents such as customer burns and flooding can happen despite strong safety measures. Acting quickly, keeping detailed records, and maintaining comprehensive café insurance can help protect the business and support the claims process.
Working with brokers can assist in finding tailored policies that include key protections such as public liability, business interruption, and equipment cover, helping to strengthen the café’s resilience against unexpected events.